Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. But what does it mean to make personalization more personal?

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Multichannel 76

Multichannel Customer Service Banking Self service 76

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. Thu, 10/30/2014 - 19:59.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Published on: October 06, 2015. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses.

Banking 311

Banking Airlines Self service Finance 311

Fonolo

AUGUST 21, 2018

Last week, Facebook announced that WhatsApp could now be used as a customer service platform. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication. What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service.

Customer Service 52

Customer Service Call Center Self service Personalization 52

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. What do customers want?

Self service 69

Self service Contact Center Surveys Sales 69

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. Established in 2014, EBI.AI They are super-smart – and this comes down to machine learning.

Government 52

Government Automotive Chatbots Self service 52

Aspect

MAY 10, 2018

This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. The interesting thing about Ubisoft and Lidl is the contrast between the two projects but how both have an ultimate objective to change the way their brands interact with their customers.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

3CLogic

APRIL 9, 2020

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Instead of fielding every inquiry, call center agents now handle the most complex and valuable interactions between businesses and their customers.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care.

Analytics 63

Analytics Customer Service CRM Self service 63

Solvvy

JULY 31, 2018

They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. Our progress has led us to the point of reaching a 25% self-service rate, meaning 1 out of every 4 people who contact customer support through us never need to talk to an agent.

Customer Support 48

Customer Support Self service Enterprise Technology 48

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Self-service is effective and efficient any time of the week.

Self service 88

Self service Customer Support Best practices Personalization 88

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. The Importance of Making Customers Feel Valued . In terms of revenue, good customer service counts for a lot.

Call Center 126

Call Center Best practices call center software CRM 126

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. So the experience has to be seamless and incorporate self-service systems that provide fast, accurate, and consistent replies to questions.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Win the Customer

DECEMBER 15, 2015

We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Established in 2014, EBI.AI

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Tenfold - Contact Center Blog

JUNE 22, 2018

What’s needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey. Transforming the whole customer experience from traditional to digital takes a lot of time and work to complete, but gradual changes can still have an impact on CX.

Finance 64

Finance Banking Technology Chatbots 64

Eptica

JANUARY 6, 2016

Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, there is a growing understanding gap between consumers and customer service staff, with a lack of empathy at its heart.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

COPC

SEPTEMBER 9, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

industry standards 40

industry standards Self service Strategic Value Finance 40

Nicereply

MARCH 31, 2019

Certainly, we can fix this problem with some good old-fashioned customer service. And what can possibly surprise and delight customers more than an unadulterated 15 minutes listening to that famous Cisco hold music immortalized in a 2014 This American Life piece? In case it’s not clear, this article is a satire piece.

Wireless 81

Wireless Surveys Self service Personalization 81

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. The answers to these questions were predictive of success as measured by agent attrition, customer NPS, and customer CSAT scores. Figure 8: Effect of Bad Customer Service on Purchasing Decisions.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. From a customer service perspective, this rapid growth translates into more complexity and a greater need for support at scale. The shift into complexity.

Marketing 84

Marketing Wait times Technology Customer Support 84

Mindtouch

MAY 23, 2016

for CRM Evolution and Customer Service Experience. CRM Evolution is a long-standing event in the customer engagement space, chaired by industry analyst Paul Greenberg, Principle at The 56 Group. So customer engagement, customer experience is covered well. The idea of self service is covered.

CRM 59

CRM Self service Call Center Sales 59

Comm100

NOVEMBER 3, 2016

Use these tips to help strengthen your customer service team: Offer incentives for current agents to increase hours over holidays. Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. Take on seasonal hires and implement seasonal training.

Wait times 45

Wait times Advertising Entertainment Self service 45

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Help Scout was built specifically to help teams deliver great customer service, and all of its features are designed with that goal in mind. It seems every day there’s a new support channel customers want to contact you from.

Customer Support 65

Customer Support Accountability Analytics Self service 65

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. In a sentence, customer service bites back.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195